Troubleshooting Import Issues

I don't see any failed records but my data didn't import.

Your template includes dependent records and it's missing the Relationship field. You must input Relationship type for all dependents AND ees (input Employee on all ee rows).

I'm trying to import ee and dependents, but the import is recognizing all records as dependents and 0 employees.

Your template includes dependent records and it's missing the Relationship field. You must input Relationship type for all dependents AND ees (input Employee on all ee rows).

VL / XTD / CI enrollments are reflecting $0 cost and $0 benefit.

When plan design isn't based on % or X of salary, template must include benefit amounts and EE Benefit Amount column can't be skipped on step 3 - Map. Add benefit amounts and re-import.

When plan design is based on % or X of salary, template must include the EE Benefit Amount column and it can't be skipped on step 3 - Map, but the column can be left blank. This will present a Use plan defined benefits checkbox on step 5 - Commit, which tells the system to assign plan-defined benefit amounts upon import.

Dates Not Importing Correctly

Having trouble getting dates (such as date of birth) to import properly? There may be issues with the way the data is formatted in your spreadsheet. There are 2 different data systems which Excel uses and you may need to reconfigure Excel in order to have the data apply as intended. Below is a link to an article that we have found helpful in trying to troubleshoot this type of issue.

Error:String or binary data would be truncated. The statement has been terminated.

What it means: A cell in failed row(s) contains a value that exceeds the allotted number of characters for a particular system field – e.g. ee demographic field ‘Job Title’ has a 50 character limit and an ee’s job title on demographic import template exceeds 50 characters.

Error:The conversion of a nvarchar data type to a smalldatetime data type resulted in an out-of-range value. The statement has been terminated.

What it means: Row contains cell data that is out of range – e.g. DOB year is 2027- out of range.

Error: Nullable object must have a value.

What it means:

You entered a change effective date using the maintenance import option for ees without a DOH.

You're trying to import salary updates under the Demographic Updates option on step 2. Salary updates should be imported using the Employee Census option under What are you importing?

You're trying to import enrollments into plans marked as Communication Only (under the plan's Basic tab > Policy Info). Uncheck this box in the plan setup and re-import to fix.

Employee or dependent is missing demographic data such as gender, tobacco status, etc. Vol life model plans require such information even if the rates/benefits are not gender or tobacco based.

Error:spouse/child benefit skipped because no spouse/children in the system.

What it means:

You’re importing spouse/child VL benefits for ees with no dependent records in the system. You’ll need to add dependents before importing benefits.

If you're importing Voluntary Life enrollments, make sure your file includes rows for employees only. Dependents should not be listed on a separate row, as all benefit amounts (employee, spouse and child) should be included on the row for each employee.

Plan is missing rate information for ee's class, age bracket, etc. To fix, add the missing info to the plan setup.

EE / dependent profile is incomplete - missing eligibility / HR required fields (DOB, payroll group, gender, etc.). Input the missing info to complete ee profiles. To see who is missing required fields and what fields are missing, you can run the Import Reports (bottom left) from the Reports tab.

EE isn't eligible for the plan - so plan doesn't have rate/GI listed for ee class.

Error:unable to read the spreadsheet (upon file upload)

What it means: Your file is encrypted/protected. Remove encryption and import again.

Error:Missing: Dependent SSN, Relationship

What it means: Dependent SSNs aren't required, but the column must be included on the spreadsheet when importing. You'll need to add the dependent SSN column back into your template and upload again. If dependent SSNs are already in the system, you'll want to pull an ad-hoc report and list those SSNs on your spreadsheet. If dependent SSNs are not in the system, you can simply leave the column blank (since there's no existing dependent SSN data, nothing will be wiped out).

Error:employee number already used

What it means: You imported an ee record with a duplicate Employee ID #. The import (and Employee ID) still went through, but the system is letting you know that there's either an existing ee record with the same Employee ID, or multiple ee records on your template reflected the same Employee ID #. If your spreadsheet doesn't include duplicates, you can run a row-based report to include the Employee ID field and determine which ees have duplicate ee ID #s.

Error:can't save enrollment without invoking an event method

What it means:

You imported an ineligible ee into the plan. Check the plan eligibility rules and confirm ee is eligible. You may even need to recalc the plan eligibility.

Required data, like salary for salary-based benefit, is missing from the ee record so the system can't determine the correct benefit/cost. Add missing data and try enrolling again.

The ee is already enrolled in another plan under the same benefit and can't be enrolled in two plans under the same benefit.

Error:Malformed SSNs.

What it means: SSNs (may be one or more) on template are not a valid format - e.g. less or more than 9 characters, include a letter, symbol other than -, etc. Check your spreadsheet for the invalid SSN, fix and re-import.

Error:employee SSN doesn't exist

What it means: You are trying to import a dependent only census but there is no ee in the system with the SSN listed in the EE SSN column for the specified dependent row. EE records must exist in the system before you can import dependent records. Make sure the ee SSN is correct and the ee exists in the system. Note: to import both employees and dependents on the same file, use the Employee Census drop-down option on step 2 - Options.

Error:Sequence contains no matching element

What it means: You are trying to import an enrollment for an ee/dependent that can't be enrolled - e.g. deceased status.

Error:worksheet can't have commas or dollar signs in the name

What it means:

One of our older templates contained some hidden values (not able to see when looking at spreadsheet) that was causing this error. We've updated the import templates to correct this issue going forward. To fix, copy and paste all data into a brand new Excel worksheet, save and upload. You'll also want to make sure you've downloaded the most recent version of import templates via the Import page > Download templates.

The ee's profile is missing a pay frequency. If payroll groups are configured, make sure the ee is assigned to a payroll group. If assigned, make sure the payroll calendars are configured. If no payroll groups exist, make sure the ee's class has a pay frequency selected.

Error:Transaction (Process ID ###) was deadlocked on lock | communication buffer resources with another process and has been chosen as the deadlock victim. Rerun the transaction.

What it means:

This error pops up periodically when certain events are occurring at the same time. It does not have an impact on the records and/or data being imported, as everything still uploads as expected. You can disregard this error.